Frequently Asked Questions

Answers

• What is support.com?
  support.com is an online computer support company that solves hundreds of computer problems every day. We help consumers like you with computer problems including spyware removal and virus removal, optimizing a slow computer, home network setup, data backup and more! All our services come with a money-back guarantee so you'll walk away a satisfied customer every time. Top
• How did support.com get started?
  support.com is backed by SupportSoft Inc., a company that's been solving computer problems for some of the biggest names in the Fortune 100 for the past 10 years. We expanded our business to provide consumers like you the same expert computer support and the same tools and technology we provide all our clients so you too can have a better computer experience. Top
• What services does support.com offer?
  We offer monthly and yearly subscription plans, one-time fixes (Diagnose & Fix, Connect & Secure and Install & Setup), and gift cards to meet all your service needs. Our solutions include spyware removal and virus removal, optimizing a slow computer, home network setup, data backup, troubleshooting serious computer operational issues and more! Even if you don't know what the problem is, our experts can diagnose and fix it for you. We can even help make an old computer run more efficiently, reducing eWaste and saving you the expense of purchasing a new one. Top
• What types of computers do you support?
  If you're running Microsoft Windows XP or Windows Vista on your computer, we can help you! We currently do not support Apple Macintosh, Linux, or UNIX operating systems. If you aren't sure what operating system you have, give us a call and we'll help you figure it out. Top
• Is the service guaranteed?
  Definitely! Our service comes with a money-back guarantee. If we can't resolve your computer problem or our remedy didn't work, give us a call within 5 days of service delivery and you'll get a full refund for the service purchase price. Top
• What are your hours of operation?
  Our Solutions Engineers are available seven days a week between 8 AM and 2 AM (Eastern Standard Time). Top
• What method of payment do you accept?
  We accept major credit cards and offer payment on our secure website or over the phone directly with one of our Solutions Engineers. Top
• How does support.com provide "instant technology relief"?
  Our remote control software is the key to diagnosing and resolving your computer problem. Once the software is downloaded, our Solutions Engineers can operate your keyboard and mouse to resolve your problem while you watch! Remote control technology is like having the expert sitting next to you and solving your problem, but in a virtual space. You are always in the driver's seat and can turn off remote access at any time. You have complete control of our Solutions Engineer's access during our secure remote process and can see everything they are doing to diagnose and fix your computer. Top
• Is support.com's remote access safe?
  Yes, our technology has been certified by Security Innovations and is used thousands of times every day by some of the biggest names in the Fortune 100. Your safety and security is never an issue at support.com. Top
• What is a Solutions Engineer?
  Our Solutions Engineers are highly-experienced experts that use the latest support.com tools to diagnose and resolve your problem in the fastest and most effective way possible. From virus removal to optimizing a slow computer, our experts can handle any PC problem, big or small. Our Solutions Engineers are not only experts in computers, but also home networking, popular gadgets including MP3 players, digital cameras and more! Top
• Where is your call center?
  Our Solutions Engineers work from home across the US and Canada. This allows support.com to provide friendly, empathetic experts who are ready to solve your technology problems when it is convenient for you. And because our Solutions Engineer don't have to drive to work we are helping the environment at the same time. Top
• What do you do with the personal information I provide you?
  support.com respects your privacy and recognizes your need for appropriate protection and management of your personal information. For further details please review our Privacy Policy. Top

  Gift Card Answers
• What is a support.com gift card?
  The support.com Gift Card is an electronic gift card that entitles the recipient to a support.com remote technology support service. The card is emailed to the purchaser in a printable format that allows for in-person gifting or an emailed gift. Top
• How do I buy a support.com gift card?
  To buy a gift card, visit the support.com Services tab and select Gift Cards. Customize your card by choosing a design Choose whether you'd like to print it at home or have it emailed to the recipient Add gift information to be displayed on the card including To, From and a Message Choose the support.com service Login to your support.com account or create a new account Provide payment information for your purchase Review and place your purchase Top
• Can I buy a gift card over the phone?
  Gift Cards are only available for purchase online. If you'd like help or are having a problem buying a card online, a Solutions Engineer will be happy to walk you through the process. Give us a call at 1-800-PC-SUPPORT (727-8776). Top
• Is my information is secure?
  We use security measures to protect against the loss, misuse or alteration of information so you can feel comfortable and secure when shopping. We use industry-standard SSL and encryption technologies when receiving your personal information. Top
• How do I print the gift card at home?
  You can print your support.com Gift Card from the Order Confirmation page or the email confirmation you were sent after the purchase. Top
• Can I have the gift card emailed to someone?
  You can choose to deliver the gift card as an email and we'll also send a copy to you via email for your records. Top
• When does the emailed gift card arrive?
  Emailed gift cards are sent after you complete your purchase and typically arrive within 10 minutes. Top
• Does the gift card expire?
  No, support.com gift cards never expire! Top
• How do I redeem or use my gift card?
  Go to the Gift Cards page Enter the code displayed on your gift card and choose Redeem Now Login to your support.com account or create a new account Call 1-800-PC-SUPPORT to speak with an expert Solutions Engineer who will deliver your service Top
• Help! The gift card I ordered didn't arrive. What do I do now?
  Call 1-800-PC-SUPPORT (727-8776) and provide your email address or your recipient's email address. We can reissue the gift card to both of you. Some email providers may block email messages that originate outside of their domain. Please confirm you can accept emails from support.com. Top
• Help! I lost my gift card. What now?
  Call 1-800-PC-SUPPORT (727-8776) and provide your email address or your recipient's email address. We can reissue the gift card to both of you. Top
• Help! My printer mangled my gift card. Can I print it again?
  You can print the card multiple times - the code is not "used" until a support.com service is actually delivered. If you continue to experience problems with your printer, try emailing the gift card to the recipient. The only thing needed to redeem the gift is the gift card code. Top